Operations Coordinator for Customer Service Delivery
4 weeks ago
Cubic Transportation Systems (Australia) Pty Limited is seeking a highly organized and detail-oriented Operations Coordinator to join our team. As an Operations Coordinator, you will be responsible for coordinating field technicians and other available resources to ensure efficient service delivery and achievement of contractual Key Performance Indicators (KPIs).
Key Responsibilities
* Work closely with Field Services Supervisors to coordinate field services personnel for optimum efficiency in responding to customer requests.
* Schedule and dispatch field services personnel to appropriate locations in accordance with customer requests and needs, ensuring agreed service level targets are maintained at all times.
* Ensure distribution of preventative maintenance jobs are done in line with monthly schedules and SLAs.
* Review and adjust scheduling as new requests are received to ensure SLAs are maintained.
* Prioritize all requests as per the SLA and log them into the IT Service Management (ITSM) system.
* Allocate requests to the appropriate 2nd and 3rd level support teams.
Requirements
* Strong teamwork skills in resolving issues and maintaining clear communication between teams.
* Comprehensive computer and operating system knowledge and proficiency using Microsoft Excel and Outlook.
* Ability to stay organized and maintain attention to detail even when handling multiple service orders.
* Experience working closely with customer service teams, and other departments to ensure service coordination.
* Interpersonal skills, such as telephone skills, communication skills, active listening, and customer focus.
* Typing skills to ensure quick and accurate entry of service request details.
* Good geographical knowledge of the service area (Sydney basin and surrounding districts).
Estimate Salary: $65,000 - $75,000 per year
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